Refund & Cancellation Policy

1. Customized Items Policy

IMPORTANT: Due to the personalized nature of our 3D printed products, customized items (including but not limited to Lithophanes, Custom Keychains, Personalized Lamps, and any product requiring uploaded files or custom text) CANNOT be returned, refunded, or exchanged unless they arrive damaged or defective.

By placing an order for customized items, you acknowledge and accept that these products are made-to-order specifically for you and cannot be resold.

2. Standard (Non-Customized) Items

For standard, ready-made inventory items (lamps, figurines without customization):

• Returns accepted within 7 days of delivery
• Item must be unused, in original packaging
• Customer bears return shipping costs unless item is defective
• Refund processed within 7-10 business days after receiving returned item

3. Damaged or Defective Items

If your order arrives damaged or defective, we offer a 7-day replacement windowfrom the date of delivery.

To request a replacement or refund for damaged goods:

1. Email us at support@zaxisstudio.com within 7 days of delivery
2. Include your order number in the subject line
3. Provide an unboxing video showing the damaged/defective item
4. Include clear photos of the damage from multiple angles

Note: Unboxing videos are mandatory proof for damage claims. Claims without video evidence cannot be processed.

4. Order Cancellation

Before Production Starts:

• Standard items: Can be cancelled within 2 hours of order placement for full refund
• Custom items: Can be cancelled within 1 hour of order placement for full refund

After Production Starts:

• Custom items cannot be cancelled once 3D printing has begun
• Standard items may be cancelled with a 20% restocking fee

5. Refund Processing

• Approved refunds processed within 7-10 business days
• Refunds issued to original payment method
• For COD orders, refunds via bank transfer (provide account details)
• Shipping charges are non-refundable unless item is defective

6. Non-Refundable Items

• All customized/personalized products (unless damaged)
• Digital files or 3D model downloads
• Gift cards
• Sale or clearance items (unless defective)

7. Contact Us

For any refund or cancellation queries, please contact us at:

• Email: support@zaxisstudio.com
• WhatsApp: +91 94836 54329
• Business Hours: Monday - Saturday, 10 AM - 7 PM IST